客服英语测试题库及答案参考集.docxVIP

第PAGE页共NUMPAGES页

客服英语测试题库及答案参考集

一、选择题（每题2分，共10题）

（题型说明：以下每题提供4个选项，选择最符合题意的答案。）

1.Whenacustomercallstoreportatechnicalissuewiththeirproduct,whichofthefollowingphrasesisthemosteffectivewaytoacknowledgetheirproblem?

A.Imsorrytohearthatyourproductismalfunctioning.

B.Itseemslikeyourehavingtroublewithyourproduct.

C.Whatseemstobetheproblemwithyourproduct?

D.Iunderstandyourfrustrationwiththeproduct.

2.Acustomerasksforadiscountonaservicetheyrecentlypurchased.Whichofthefollowingresponsesisthemostprofessionalandcustomer-friendly?

A.Imsorry,butdiscountsarenotavailableforthisservice.

B.Icantofferanydiscounts,butIcantransferyoutoamanager.

C.Ifyouvebeenaloyalcustomer,Imightbeabletohelpyou.

D.Letmecheckifthereareanyspecialoffersforyou.

3.Acustomerisconfusedabouthowtouseafeatureinyourapp.Whichofthefollowingphrasesisthebestwaytoassistthem?

A.Icanhelpyouwiththat,butitsquitecomplicated.

B.Ifyoufollowthesesteps,itshouldworkfine.

C.Imnotsurehowtoexplainthis,butIlltrymybest.

D.Idonthavetimetoexplainthisnow,butyoucanfinditinthemanual.

4.Whenacustomerexpressesdissatisfactionwithaproduct,whichofthefollowingstatementsisthebestwaytoapologize?

A.Imsorryyoureunhappywiththeproduct.

B.Idontthinktheproductisthatbad.

C.Itsnotmyfaulttheproductdidntmeetyourexpectations.

D.Iunderstandwhyyoureupset,buttheresnothingIcando.

5.Acustomerasksifyourcompanyshipsinternationally.Whichofthefollowingresponsesisthemostaccurate?

A.Imnotsure,butIcancheckforyou.

B.Yes,weshiptomostcountries,buttheremightbeadditionalfees.

C.Shippinginternationallyisnotavailableatthemoment.

D.Idonthandleshipping,soIcantanswerthatquestion.

二、填空题（每空1分，共5题）

（题型说明：根据句意，在横线上填写合适的单词或短语。）

6.Thankyouforcontactingourcustomers